One of biggest challenges for any leader in business is to attract and retain customers. Customers make any business exist or otherwise. Customers will stay with a business if the quality of service they get from that business makes them happy. Maintaining and sustaining quality, hence is important for an organization to be in business. With the ever increasing expectations from the customer, it is appropriate to bring in a quality culture in every organization which will not only percolate from top to bottom but spread horizontally to suppliers and other stake holders. Making quality a top priority means putting customer needs first. Meeting and exceeding customer expectations by involving everyone in the organization through an integrated effort is the need of the hour.
This program focuses on various aspects of quality management with special reference to postal sector. It is an effort to a share the best practices which can help India Post to improve quality of service delivery.
Program objectives:
At the end of the program the participants will be able to:
- Define quality and its importance in a service industry
- Define Total Quality management and be able to use the tools for identifying and solving quality problems.
- Acquire communication skills as pre-requisite to quality assurance
- Appreciate Technology Initiative of India Post and other developed countries
- Identify areas for improvement of quality of services
- Identify areas for enhancing the revenue of India Post in all business areas
- Focus on customers to develop relationship with them, leading to customer loyalty and business development.